Hotel Kavia Cancún — Hotel in Cancún

I first booked with Kavia Plus-zero customer service at the front desk- I flew 18 hours and booked my room weeks in advance - a tiny room no window- the air hadn’t been turned on which would have just been cool - but it wasn’t even the AC not being turned on that bothered me. When I asked to change rooms- one with a window I was told it would be an extra 60 bucks. US dollars- - I was kinda surprised but I paid it - I was under the impression I had paid for a room with an view- asked if I could have a coffee pot- another 25 bucks. Prepare to be nickled and dimed. The rooms and common area are clean though.( at Kavia Plus) The cleaning lady works her butt off and seems sweet. The old pool man also is sweet. The restaurant food is very good as is the coffee. I decided to move closer to the dental clinic as was the reason I came in the first place so decided to try Kavia Hotel ( no plus) just Kavia Hotel based on reviews. ( they must of been drunk) Again Zero customer service. By customer service I’m just meaning a simple “hello”- acknowledgment. 🤷🏽‍♀️ I figured I guess this is just the “New” Mexico. When I walked in the room it had a smell- over powering. I couldn’t put my finger on it.. until about 2 AM. The room smelled like a wet dog. I went down at 3 AM and said I just can’t handle the smell. I pulled up my booking on my phone was then realized I booked a ground floor room- they put me on the 4th floor- I booked coffee pot- zero coffee pot - hair dryer..so on + so on. They said oh we will change room in morning. Well by 7 AM she was long gone and there was new staff who just stared blankly at me- so I figured if you can’t beat them join them - and i simply asked for a hairdryer. Welll.. I just got out of the shower- ( don’t ask) and plugged the hair dryer in- of course it’s broken. I am gonna stick it out for the next few days because I’m sure I won’t get my 400 bucks back- So heed this no matter what you read - AVOID all hotels with Kavia in the name. Go to a Westin or a Hilton. Or an Airb&b- I’m not a hater- I still smile and am kind- but just avoid. One last thing- the restaurant. This one I actually was confused about. I asked for hotcakes and eggs- she told me no - to choose one or the other-thought she was joking- I explained that I hadn’t eaten for 2 days due to oral surgery and was hungry and they seemed to be the softest food they offered. I’d like to order both and I’ll pay the price for two meals. That seemed to satisfy her. Next time I’m gonna airb&b - I encourage you “don’t be a cheap ass like me”!!! 800 bucks later just book an all inclusive- I really wish I had. PS dog barks constantly across the street. So far best part of the trip. PSS - you’ll get a steamin’ hot shower due to the fact that the cold water does...

This was a hotel provided by Swoop due to flight cancellation. Swoop needs to remove it from their list. ||1. I know very little Spanish. The front desk staff know even less English. Google translate did not help. ||2. They did not have a crib for a baby ||3. Due to the open concept design of this hotel, you hear absolutely everything…loud music, voices, vehicles…and it echoes! The song “I will survive” played over and over. Coincidence??? Speaking of noise, it sounds like there is a large dog barking constantly right outside your door, when in fact, he lives across the street (so nothing can be done about it). Yelling shut up doesn’t stop him either…he seemed to take it as a challenge. ||4. We were told we could use the pool after check out while waiting for our return to the airport. We asked for pool towels and were told no, so we asked if we could use the towels from the room and again, no. I suppose she wasn’t aware of the sign in the elevator stating they don’t want you dripping on the floors and that pool towels are available at the front desk. ||5. We asked for a late check out for the family with the baby. (3 hrs). Again the reply was no. We said we were willing to pay for the late check out but again, no. I returned a short while later and asked again, and after another “no”, got “unless you want to pay another whole day”. She really should read that sign in the elevator because it states late check outs possible for a fee. ||6. We occupied many rooms, and all noticed mould in the bathroom showers. We had no hand towel or face cloth , but were fortunate enough to have two bath towels. (We took this as a positive at this point). ||7. The food at the adjacent restaurant was very good and very reasonable. Again, no English. Despite all of us tipping, not one “gracias”. ||8. Frustrated with all of the above, we asked for a manager, boss, supervisor, anyone…guess what she said. ||9. If all of this wasn’t enough, they have the gall to post “no alcohol consumption on the premises “. Even a non drinker would have wanted to indulge at...

I didnt even get to stay here and I am glad that I didnt at this point, I have never received customer service of this caliper anywhere else. I called them to discuss adding someone onto my reservation to authorize them to check in on my behalf as they will be arriving before me, they said that I didnt have a reservation with them and couldnt find it, then they said it was for last month and not this month, then they said they need time to look into this and asked for my number and to call me back. 2 hours later I called them to check if they had status because it was tomorrow I had to check in, and I need to ensure we got a hotel, they answered and I explained we just talked and gave them my name, as soon as they heard my name they hung up the phone without warning, I thought that was weird so I called back immediately giving them the benefit of the doubt, now, it rings for a long time... and then they answer, but no one talks, and they hang it up immediately again, they litterally did it just to clear the line of me and then I knew at that point they were doing it on purpose to me, so I have my girlfriend call from her phone, different number, voice, and name, and pretend she is interested in booking, instant answer, and great customer service to her. Apparently they are fully booked tomorrow and they probably did something with my reservation to not run into issues with that... very shady, very unethical, and I will never recommend anyone to stay here after seeing that customer service, what if something happens to your reservation? What if they overbook same nights you go? What if something ends up lost or stolen from your room? The way they treat one person in a not so ideal situation, is the same way they will treat everyone remember.... Dont take your risk dealing with this customer service, TONS of better option hotels in the same area, this entire area is hotel to hotel or same price lined up, choose a different one and...